{"id":210571,"date":"2024-04-12T01:38:46","date_gmt":"2024-04-11T17:38:46","guid":{"rendered":"https:\/\/www.grab.com\/sg\/?post_type=editorial&p=210571"},"modified":"2025-02-26T18:28:19","modified_gmt":"2025-02-26T10:28:19","slug":"merchant-partner-luckys-hungry-thailand-grabfood","status":"publish","type":"editorial","link":"https:\/\/www.grab.com\/sg\/inside-grab\/stories\/merchant-partner-luckys-hungry-thailand-grabfood\/","title":{"rendered":"Efficient kitchen, happy customers: Thailand\u2019s Lucky\u2019s Hungry shows how it\u2019s done"},"content":{"rendered":"\t\t
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We often say good food is \u201cworth the wait\u201d but GrabFood\u2019s most in-demand dining establishments don\u2019t take chances on waiting time.<\/p>

Merchants who sell food through the Grab app work hard to improve preparation and delivery times, using their own systems alongside Grab\u2019s to make sure food is delivered hot and in record time.<\/p>

One such merchant, Lucky’s Hungry<\/a>, serves up American fried rice at their restaurant at Bangkok foodie hotspot Soi Ari<\/a> and to local homes via the GrabFood app. This fusion dish combines Thai fried rice with \u201cAmerican\u201d ingredients, like sausage and bacon.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Lucky's Hungry is located at Bangkok's Soi Ari.<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Customers love the consistently prompt delivery of Lucky\u2019s Hungry\u2019s\u00a0inventive rice combos<\/a>: the restaurant maintains a five-star rating on GrabFood, and recently won an\u00a0operational excellence award<\/a>\u00a0at Thailand\u2019s #GrabThumbsUp Awards 2024.<\/p>

The award recognises merchants who achieve high sales volume while demonstrating efficiency in their operation and management system, including food order management, food preparation, and quick delivery times to delivery partners.<\/p>

What\u2019s the secret sauce in Lucky\u2019s Hungry\u2019s five-star rating and accolades?<\/p>

The order management system (and team) in action<\/h5>

Lucky\u2019s Hungry started as a delivery business, only later opening a storefront in Soi Ari. Maintaining high delivery service standards is in the business\u2019 DNA\u2014it\u2019s something Lucky\u2019s Hungry co-founder Natthanon Sittipanyapat takes pride in.<\/p>

\u201cIt\u2019s always a question of how to get food into the hands of customers with the highest quality,\u201d Natthanon explains. This is why Natthanon and fellow co-founder Yutdanai Pimsopha put a well-oiled management system at the heart of their operations.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Lucky's Hungry has a good understanding of how long it takes to prepare dishes to ensure swift delivery.<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Incoming online food orders are immediately dispatched to the kitchen via the point-of-sales (POS) system which is handled by staff at the cashier. Once it is placed, a \u201ckitchen operating system helps streamline the cooking of each order,\u201d says Natthanon. On top of that, Lucky\u2019s Hungry implemented human quality checks along the way: each order is reviewed before the cooking begins and confirmed by an inspector after the food is finished.<\/p>

A significant share of Lucky\u2019s Hungry\u2019s orders come through Grab. This helps the process, \u201cas orders placed through the Grab Food system are quite clear, and few errors are made,\u201d Natthanon says.<\/p>

Packaging, technology and feedback keeps them on track<\/h5>

To ensure swift delivery and to minimise waiting time for delivery-partners, a restaurant like Lucky\u2019s Hungry must have a good understanding of how long it takes to prepare each dish.\u00a0<\/p>

Following \u201cjust in time\u201d principles, a delivery-partner will be sent to the pick-up location only when Lucky\u2019s Hungry sends out a confirmation that the order is nearly ready. If some wait time can\u2019t be avoided, Lucky\u2019s Hungry provides a waiting area for delivery drivers inside the store.\u00a0<\/p>

Lucky\u2019s Hungry team \u201cpays close attention to feedback, whether positive or negative,\u201d explains Natthanon. \u201cThis is evident through star ratings and daily sales numbers.\u201d Grab\u2019s system provides the restaurant useful statistical information every day.<\/p>

For instance, \u201cWe will look at the areas with the highest orders; paying power per bill; average age; gender; etc.\u201d This data helps the team understand consumer demand and anticipate trends,\u201d says Natthanon.<\/p>

Finally, feedback received through the Grab app also helps shape Lucky\u2019s Hungry products: \u201cIt allows us to constantly improve to create the greatest possible impression,\u201d Natthanon explains. \u201cFor example, we learned that not all customers like having raisins in their rice.\u201d The restaurant now makes them optional, available for an extra THB 5 per order.<\/p>

Even the packaging wasn\u2019t immune from tinkering, and they improved on it to find a solution that \u201cwon\u2019t crush or leak,\u201d Natthanon says.<\/p>

(Also read:\u00a0Is the customer always right? Merchants are reading reviews to get feedback)<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Lucky's Hungry team reagularly evaluates curtomer ratings and comments received through Grab.<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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A straightforward recipe for success<\/h5>

Lucky\u2019s Hungry continues to deliver its inventive menu with unerring speed to their GrabFood customers \u2013 and don\u2019t look to stop anytime soon. How are they able to perform at such a high level for delivery customers, consistently over time?<\/p>

Natthanon believes the recipe to Lucky\u2019s Hungry\u2019s success is quite straightforward. \u201cFor those who own a food business on the Grab, what will make you successful is honesty; maintaining good standards; attention to customers at all times, and professionalism,\u201d he explains.<\/p>

\u201cAll of this will help us to survive and stand out in today’s fierce competition\u2014when you have these things, our brand easily enters the hearts of customers,\u201d he concludes. \u201cAnd if you have a good platform, the more it helps us run our business smoothly.\u201d<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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